Open to opportunities

Christine TERRY

@christineterry

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Quality assurance and data analytics specialist driving metrics-driven service improvement.

United States

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What I'm looking for

I seek a role where I can apply QA and analytics to improve customer experience, collaborate with stakeholders, mentor teams, and drive measurable operational improvements.

I am a Quality Assurance and Data Analytics Specialist with a track record of improving service delivery, accuracy, and customer experience through targeted quality monitoring and data-driven insights.

I have led quality programs and coached large teams, supervising associates and reducing escalations while improving productivity and satisfaction scores.

My technical toolkit includes Salesforce, Tableau, Microsoft Excel, BI tools, and AI prompting, which I use to produce actionable reports, forecast risks, and inform process improvements.

I collaborate closely with stakeholders, support UAT efforts, and champion continuous improvement initiatives to enhance operational efficiency and service excellence.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Specialist

Current

AssistRx

Dec 2023 - Present (2 years 2 months)

Monitored and analyzed quality trends to prevent service-impacting issues and ensured operational accuracy; produced reports and insights that informed quality improvements and supported leadership in continuous improvement initiatives.

Quality Assurance Data Analysis UAT Salesforce Reporting Root Cause Analysis Process Improvement

Quality Analyst

Independence Pet Group

May 2023 - Dec 2023 (7 months)

Analyzed feedback and behavioral data to identify quality gaps and improve retention strategies; developed and tracked QA metrics (NPS, CSAT, CES) to forecast risks and enhance customer experience.

NPS CSAT CES Data Analysis Forecasting Customer Experience Reporting

Quality Assurance Coach

KellyConnect

Jan 2018 - May 2023 (5 years 4 months)

Led quality programs across 300+ employees, providing coaching and monitoring that improved agent performance and reduced escalations while partnering with leadership on process improvements.

Coaching Performance Improvement Process Improvement Compliance Training

Team Leader – Quality Delivery

KellyConnect

Oct 2022 - Dec 2022 (2 months)

Supervised 15 associates, implemented workflow and compliance improvements that increased productivity by 20% and achieved high satisfaction ratings.

Team Leadership Workforce Management Productivity Improvement Compliance Workflow Optimization Coaching Performance Metrics

User Experience Consultant

UserTesting

Apr 2016 - May 2018 (2 years 1 month)

Collaborated with clients and developers to document usability issues and deliver insights that improved interface design, product adoption, and user satisfaction.

UX Research Usability Testing Reporting Documentation